I’m at London Gatwick Airport two hours before my flight home to Charlotte. I wandered into the Ted Baker store. I love Ted Baker clothing.
I found a few things I liked, but they didn’t have one of the items I wanted in my size. I was assured I could get it online. Great!
I completed my purchase, and went to the airline lounge to get on my computer and buy the other item. Easy online access, found what I wanted in less than a minute. But when I went to complete my purchase, I could not find the USA as one of the 40 or so “ship to” country options.
So I chose the online “live chat” option to help me buy and here is what ensued:
Chat Information
Hello and welcome. One of Ted’s Personal Shoppers will be right with you.
Chat Information
You’re now connected with one of Ted’s Personal Shoppers.
Karen: Hello I’m Karen, one of Ted’s Personal Shopping Assistants!
Karen: What brings you to our website today?
Jeffrey: Why can’t I get a garment shipped to the USA?
Jeffrey: Nuborn Size: 6 Colour: Red
Karen: I’m afraid, Jeffrey, we don’t ship to US at the moment.
Jeffrey: You ship to Bulgaria, but not to the US?
Jeffrey: How do I get this garment?
Jeffrey: I can give you my FedEx account number
Karen: I can understand that. Do you have any relative or friend in the UK?
Jeffrey: What are my options?
Karen: You can get the item delivered to someone who is in the UK.
Jeffrey: You can’t put the garment in a box with my FedEx number?
Jeffrey: How about shipping it to your store in Las Vegas? I’ll be there next week.
Karen: I’m sorry, I’ll not be able to do that due to the security reasons.
Jeffrey: What?
Karen: I’m afraid, it will not be possible.
Jeffrey: What’s unsafe about a sweatshirt?
Karen: I will not be able to place the order due to the security reasons.
Jeffrey: Please explain “security”
Jeffrey: Please give me a phone number of a senior manager at Ted Baker
Karen: We are not allowed to place the order for any of our customers.
Karen: You can call on our customer service phone number 0845 130 4278 Ext 1 between 9am and 6pm, Monday to Friday
Jeffrey: No — I want a direct line to a manager.
Karen: I’m sorry, I don’t have his number with me.
Jeffrey: I cannot tolerate lies
Jeffrey: You have a number — I’ll find it tomorrow — call the manager — and report you.
Karen: Ok, for the stores information of US, please emails us at ask.ted@tedbaker.com.
Karen: Our team will help you to with the details about the availability of the jacket in the stores of US.
Jeffrey: I don’t want a TEAM — I want a person.
Jeffrey: Please give me a phone number of a senior manager at Ted Baker.
Karen: We are not allowed to place the order for any of our customers.
Karen: You can call on our customer service phone number at 0845 130 4278 Ext 1 between 9am and 6pm, Monday to Friday
Karen: There will be the person who will give you the details.
Karen: Jeffrey, if you want I can help you with some options.
Jeffrey: How about this — I can be reached at 704-333-1112 — have someone call me tomorrow, late or Sunday or Monday — you know what I want — have someone contact me to get the order
Jeffrey: Nuborn Size: 6 Colour: Red
Karen: I can understand this Jeffrey and it’s really good for us that you like our products, but at the moment we don’t ship to US.
Jeffrey: You can’t understand anything — you’re a corporate robot that refuses to take “yes” for an answer.
Karen: If you have any of your relatives or friends in the UK or in other countries, they can help you to place this order for you.
Jeffrey: Thanks for nothing, lies, and a lousy experience — I’ve just spent my last dime at Ted Baker thanks to you.
Karen: I’m sorry I couldn’t help you much.
Jeffrey: You couldn’t help me at all.
Jeffrey: Have someone from the US call me.
Jeffrey: Have your boss call me.
Jeffrey: They should teach you how to say yes.
Karen: I wish that I can help you to place the order, but it’s not in my hand.
Jeffrey: Then pass it to someone allowed to think and help customers.
Karen: I’m afraid no body can do that.
Jeffrey: What a joke.
Jeffrey: No one can think or help?
Jeffrey: Pathetic.
Hello! We’re in a recession. I’m trying to give them some of my hard earned money, and they refuse to take it, “for security reasons.” Huh?
Now granted this woman is probably in a call center in a foreign land, has never been to a Ted Baker store, and is reading from a script prepared by people who have no concept of sales or service. BUT they left my money on the table, and frustrated me to a point that I’m telling you about it.
And please don’t miss the point. This is NOT against Ted Baker, although they do look rather foolish. This is a lesson for YOU. How many of your customers are being told “no”?
RULE ONE OF CUSTOMER COMMUNICATION: Tell me what you can do, not what you can’t do!
Source:
http://www.gitomer.com/articles/ViewPublicArticle.html?key=ajcdMibak3NW8MmeyixK7Q%3D%3D